All internet companies aren't equal

All internet companies aren't equal
By Mark Timmons
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All internet companies aren't equal

Right off the bat, I have to give this disclaimer:  US Water really isn't an "internet" company.  We are a highly professional, greatly experienced water treatment company with technical support by Certified Water Specialists 365 days a year, from 8 AM until  11 PM, that happens to sell on the internet, but in reality we have many employees who can install, service and maintain water treatment systems.  We are not an INTERNET company.  We are a water treatment company.  PERIOD! Today, one of our customer service reps received this e-mail from a customer who decided to buy a a cheaper Hydrogen Peroxide iron and sulfur removal system from another company because they were a little cheaper.  It turns out that they were cheaper because he wasn't comparing apples-to-apples.  We have a policy that we will beat the price on any comparable system and if he had compared item by item, he could have saved over $200 with us.  For some reason, he didn't understand that at the time. Here is what he wrote about his experience with the other company:
I must say, you were right, I cannot get any product support from the people I bought this water system from. I didn't get any paperwork with it on installation, or set-up.  After searching their website for a while I did find it.    I did get it installed by myself and am now trying to get it to purge , and set up the Stenner pump. I'm sure this is simple for someone who has done it a couple times. But its my first one, and I'm a homeowner, not a regular plumber.   But, you can rest assured, as I mentioned in a different email,  I go to Florida every winter.  The water there is city water with the high smell and taste of chlorine.   I will be looking to remedy that. I will do a water test and be contacting you.   You get the next project. This one was "an experience" but we'll just call it a lesson learned.   But in hind sight, on your website, maybe you could advertise."We Will Beat Any Competitors Price, Guaranteed"  I look forward to working with you in the future. Take care and if I don't talk before the Holidays (who knows what that house holds for me, its always something with a house, roof, windows, pool....)  Enjoy your Holidays.  But I will be back in contact with your company!
The best price doesn't always get you the best deal.  In this case, he didn't get the best price, because they tricked him with an inferior system and he certainly didn't get any technical support with that company.  At US Water, we are here to provide tech support when you need it - nights, weekends, Sundays, Holidays - we are here 8 AM until 11 PM.  If you are thinking about trying another company (a true "internet" company) who is there on their hours, not yours, you may want to re-think that decision. At US Water, we pledge not to be under-sold, but if you buy elsewhere, it is almost a give that you will be "under-serviced."
September 19, 2012
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